Hey there, you'd probably have to parse all history entries that were made to the ticket. According to the db-schema, agent data is kept in the table "users": https://raw.githubusercontent.com/OTRS/otrs/7a6cab39e8bacbadb2c89d304d24ad7747e17c6b/development/diagrams/Database/OTRSDatabaseDiag...

Hey savoir, the db-column is the customer the ticket is ASSIGNED to. But it's not the customer that created the ticket. Since you can change customers after ticket creation these might be different values. That's why I parsed the history lines to see who the first customer is that got assigned. Wher...

That's probably one of these settings: Ticket → Frontend::Agent::ToolBarModule I don't know *exactly* what the other two parameters do, but a guess is: - OTRS only parses URL parameters when in subaction "StoreNew" (which might be AJAX updates, Splits and alike) - WIthout the "ExpandC...

Hey there, so I tried to do this on my test system and ran into this problem: OTRS does not log the CustomerUser (ID) of the customer creating a ticket. Customer tickets are always created from "root@localhost" it seems. To get the first customer user who created the ticket, I parsed the h...

I think there's a possibility to set a default service. If that does not help, you could try to filter the customers and add 200 per bulk. Or you add them via script and/or API: http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/System/Service.pm.html see the function "CustomerUserServiceMemberAd...

No, putting them into the ~/Custom/ folder is enough. OTRS scans first all files in ~/... and THEN overwrites the files with those found in ~/Custom/.. This is true for most of the perl files and the template files. There are some exceptions, like the Config.pm or the config files in ~/Kernel/Config...

Hi there, that's actually not too hard. 1) Create a new folder (if it's not there yet) ~otrs/Custom/ 2) Copy these files to the new folder (PRESERVING the same folder structure): Kernel/Output/HTML/Templates/Standard/CustomerTicketOverview.tt Kernel/Modules/CustomerTicketOverview.pm so as otrs-user:...

The reason for this is, the restore script first restores the configuration files (like Config.pm, which contains the DB-Access parameters). THEN it uses those to connect to the DB to restore the data.